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I have an intermittent problem with my Mail which is driving…

Customer Question
I have an intermittent...

I have an intermittent problem with my Mail which is driving me mad! When this issue happens I cannot send emails. I have 1 email accounts at the moment one is sending the other will not! I am getting the message 'your username or password ***** *****' I know this is not correct. I have spent hours trying to fix this issue. Yesterday I changed both password ***** my Telstra account then changed them in Settings. I have checked that both email accounts have the same server SMTP.telstra.com a secure connection from port 465. What could the problem be? Why does it eventually recitfy itself if I do nothing? I need this problem sorted.

Technician's Assistant: Are emails stuck in your outbox or are you receiving an error message?

They are stuck in the outbox

Technician's Assistant: Are there any antivirus or firewall settings that could block you from sending mail?

I have no added antivirus or firewalls on my iPad

Technician's Assistant: Anything else you want the Email Expert to know before I connect you?

Not that I can think of

Submitted: 5 months ago.Category: Email
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Answered in 4 minutes by:
2/17/2018
Email technician: bbao, IT Consultant replied 5 months ago
bbao
bbao, IT Consultant
Category: Email
Satisfied Customers: 1,854
Experience: CISM / CISSP / MCSD - Azure Solutions Architect / MCSE - Cloud Platform and Infrastructure / MS MVP
Verified

Are you talking about the built-in Mail app of iOS on your iPad? The app's icon looks like a white envelop on a blue square.

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Customer reply replied 5 months ago
I do not want to secure remote assistance
Customer reply replied 5 months ago
This is obviously an apple problem as I have seen many cases of the same issue when I've googled my problem
Email technician: bbao, IT Consultant replied 5 months ago

Two things to clarify:

1. Did you try removing the account from iOS Settings > Mail > Accounts or Settings > Accounts & Passwords (depending on your iOS version) and then add it again?

2. Are you able to log on at Telstra webmail portal using the username and password ***** know?

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Customer reply replied 5 months ago
I don't want to remove the accounts as I don't want to lose my emails. My life is organised there.
Yes I can log on to my Telstra account using the usernames and passwords.
Email technician: bbao, IT Consultant replied 5 months ago

Please check the email protocol settings, if it is IMAP, you can safely remove the account as all emails are synced with the server side.

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Customer reply replied 5 months ago
The incoming mail server host name is ***** ***** this what you mean?
Customer reply replied 5 months ago
Do I need to request another expert?
Email technician: bbao, IT Consultant replied 5 months ago

> The incoming mail server host name is ***** ***** this what you mean?

A host name having IMAP does not technically mean the protocol IMAP is in use. You need to check the account settings for details. As you don't prefer remote connection hence I can't check it for you, you need to read below official help for details.

https://support.apple.com/en-au/HT201320

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Customer reply replied 5 months ago
I believe my server uses POP
Email technician: bbao, IT Consultant replied 5 months ago

If so, email might be missing if the account has been on the phone for years. However, you can confirm this checking how my many there in your mailbox on web, and how many on your phone.

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Customer reply replied 5 months ago
After lots of digging I now believe I'm using IMAP as when I delete emails on my iPad they disappear on my laptop and on the Telstra server. As the account I'm having trouble with is my secondary account I will try deleting it and adding it again. Do you agree with this?
Email technician: bbao, IT Consultant replied 5 months ago

Yes, that's the common practice for simple troubleshooting.

Please be aware that you do need to choose small "others" under those popular email services with logos when adding an account on iOS.

Please also advise if your email address is [email protected] so I can get the correct Protocols / Port numbers / Hostname for you just in case your known settings are not up to date.

Thanks.

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Email technician: bbao, IT Consultant replied 5 months ago

Yes, that's the common practice for simple troubleshooting.

Please be aware that you do need to choose small "others" under those popular email services with logos when adding an account on iOS.

Please also advise if your email address is [email protected] so I can get the correct Protocols / Port numbers / Hostname for you just in case your known settings are not up to date.

Thanks.

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Customer reply replied 5 months ago
my email address is***@******.***
Email technician: bbao, IT Consultant replied 5 months ago

Here you go. Telstra did a good job on making this comprehensive guide for end users.

https://www.telstra.com.au/support/category/email/set-up/set-up-telstra-mail-on-your-device#iphone

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Customer reply replied 5 months ago
I have set up a new account with settings I found on the Telstra site. The new account appears to be working so we shall see how things go. Thank you for your suggestions which prompted me to delve further and think about my account!
Jill
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